When a team is ready to begin the process of converting to Jira Service Desk, following a well laid plan will help and ensure a success low-stress and successful transition. Steps to building a Service Management System with Jira & ProForma should include:
Step 1: Establish a working team
A work team that includes a Jira Expert (either a Solution Partner or Jira Administrator) and core members of the business team will carryout the implementation. Be sure that the team includes people who understand how the department runs as they will be responsible for identifying priorities and requirements.
Step 2: Demonstrate how Jira Service Desk and ProForma work
Do a demo so members of the business team have a chance to see how Jira Service Desk works. Show the benefits, make time for questions and assure the team that they will receive all the training they need in order to use the new system.
Step 3: Prioritize business processes
The next step is to outline the team’s services and prioritize the processes that should be converted to Jira in the first iteration of the implementation. Start by having the team list all of the services they provide. Then agree on criteria for setting priorities. This could be the processes that are most commonly requested, that take the most time to carry out or that have the most stringent compliance requirements. Once the working group has prioritized a handful of services (five - ten, teams can add more in a future iteration), have them take to the plan to the entire department to ensure that nothing was overlooked.
Step 4: Map out the process for each prioritized service
Work with the team to map out each process this should include elements such as:
- What does the customer who’s requesting the service call it? This will become the request type.
- Who needs to submit information? Is it just the customer, or does the supervisor or the service team need to provide data as well? This will tell you how many forms you need.
- Does the process require approval by one or more persons along the way? Determine who has approving authority and where any approvals fit in the overall process.
- Map out the process on a white board. This will become the basis of the Jira workflow.
- Identify which pieces of information collected during the process need to be reported on.
- Summarize the information on one sheet. It may be helpful to use a table like the one below.
Step 5: Create a form inventory list
List the forms that you will need for each process. Starting with the information gathered in step four, complete a table like the one below for each form. Remember, some processes will require an internal form(s) in addition to the portal form. Also, check the ProForma library to see if the form you need already exists.
Step 6: Build the forms
Teams have several choices for creating the forms. They may be able to use an existing form from the template library. Or they can start with an existing form (either from the library or from a previously created form) and make any needed modifications. Finally, they can build forms from scratch. Use sections, information and questions to create the desired form. Remember, validation rules and the option to pipe the information to a Jira field can be set for any form question.
Step 7: Build the process into Jira Service Desk
Now that you have all the pieces, build the process into Jira Service Desk using the information gathered in steps four through six. Remember, you may be able to install a ProForma process template that executes this step automatically.
Step 8: Test
Now let members of the working group test the system. It should be intuitive to use with little instruction required. Document any errors or any adjustments that need to be made. After making the corrections expand the test group to include other members of the business teams as well as customers.
Step 9: Team and workforce training
Both the business team and their customers will need to be trained to use the new system. Be sure all agents (members of the business team) know how to execute tasks within the system such as adding forms to issues, respond to issues in the service queue, etc. Customers also need to learn about the service desk. Online webinars, videos and public demos can be useful training tools.
Step 10: Go live, review and iterate
Now that all the pieces are in place, it’s time to set the portal live. After a period of time review what went well and what didn’t in your implementation. Use lessons learnt in upcoming iterations as you bring more processes, and more teams, into Jira.